Vodacom theft

I needed to factory set my phone i handed it in to umhlanga Zenith Drive. I have lost the job card and there is no recollection of my phone on there data base. Surely there should be a call logged with a name and telephone number. I have asked for footage and nobody gets back to me i have phoned 10 times to all branches incase it was moved and nothing on the system. I do not exist this phone was a P20 and brand new. I am horrified at the service as nobody can help. This is theft and i will take this as far as i have to. It's shameful service for such a large company.